This course is the second of two courses that provide basic instruction in the concepts of a veterinary technician's role in the management of day-to-day operations of a veterinary clinic. VM 246 will place an emphasis on client interaction including active listening skills, effective client communication, handling emotional clients, and euthanasia and client grief. This course will also discuss strategies for dealing with conflict among coworkers.

Course Objectives:

Discuss the roles that an RVT can play in counseling a grieving client after the euthanasia of a pet.

Discuss strategies for avoiding and dealing with conflict among coworkers.

Discuss strategies for dealing with difficult clients.

Explain what active listening is, why it is important when dealing with clients, and common techniques used to improve your active listening skills.

Method of Delivery: Primarily web-based exercises, textbook, projects/assignments, and examinations (on-line or paper). The exercises will be completed on line and submitted to the instructor. Supplemental material will be offered on line as content (in addition to the textbook). Quizzes and exams will be sent to a proctor. The proctor must be a veterinarian, an accredited veterinary technician (RVT, LVT, or CVT), or an educator/teacher at a school, college, or university. The proctor will return the completed exam to the instructor for grading.